The Nation Newspaper

Tag: committed

  • ‘We’re committed to instilling succession plan in businesses’

    The Nigerian-German Business Association (NGBA) is committed to ensuring a sustainable and healthy business relationship between German investors and their Nigerian counterparts.

    Its Director-General, Mr. Gbenga Adebija, said the body was committed to ensuring that Nigerian businesses have good succession plans.

    Adebija said most thriving businesses in Germany started as family entities and grew to be conglomerates. He lamented that most Nigerian family businesses die with their owners, attributing the trend to lack of a long-term planning and sound business management principles.

    He said this was part of the training offered by the group to help in the sustainability of businesses.

    Adebija said part of NGBA’s agenda was to foster a better bilateral business relationship between Nigerian and German companies, especially in the non oil sector.

    He said the group would not only promote Foreign Direct Investment (FDI), but also encourage the export of Nigerian products and commodities to Germany.

    Other functions of the group, he stated, are to connect Nigerian businessmen to potential markets in addition to sourcing  finance for investments.

    “We have significantly collaborated with the two countries in the areas of sourcing financial and investment opportunities in Nigeria and Germany. Our aim is to facilitate the ease of doing business between the two countries,” he said.

    On the draw backs of trade facilitation between the two countries, Adebija said it was mostly that of perception. According to him, Nigeria is perceived as a corrupt nation, making it difficult for German businesses to be comfortable here.

    Adebija listed multiple taxation as another major factor that discourages investors. He added that corruption and multiple taxation were hindering FDIs from Germany, as German businessmen believe in zero tolerance for corruption. He said any level of corruption in Germany attracted a jail term.

    He said Germany, built by small businesses based on sustainable practices, was working to see Nigerian businesses get to that level.

    The group said it was speaking with some German investors and business organisations on marketing investment opportunities in Nigeria.

    Adebija said: “We have concluded arrangements with over 150 potential investors, who will explore the Nigerian market before the end of 2018 and we are keenly committed to that.”

    He added that NGBA had been  mediating between Nigerian and German businessmen. It has also been training young Nigerian entrepreneurs to imbibe the right value in doing business, which is a departure from the old order.

    He said having realised that some German investors were not comfortable with the way and manner of doing business in Nigeria, the NGBA charted a new course by trying to inculcate the right values in doing business – transparency.

  • Govt committed to workers’ welfare

    Minister of State for Labour and Employment Prof Stephen Ocheni has said the Federal Government remained committed to improving workers’ wellbeing in the country.

    Ocheni, who spoke in Igalamela Local Government Area  of Kogi State, said the Federal Government had inaugurated a committee on minimum wage to fashion out an improved and living wage for workers.

    According to him, the economic recovery and growth plan of the government is designed to improve the standard of living and wellbeing of Nigerians, including workers.

    He said President Muhammadu Buhari-led administration has embarked on an all-inclusive economy, designed to improve both the private and public sector and government alone cannot be the employer of labour.

    The government, he said, has invigorated National Directorate of Employment’s (NDE’s) efforts at creating self-sustaining employments for youths in the country through skills acquisition and empowerment with startup packs.

  • ‘Fed Govt committed to universal health coverage’

    ‘Fed Govt committed to universal health coverage’

    The Federal Government has reiterated its commitment to achieving universal health coverage in the country in line with the United Nation’s Sustainable Development Goals (SDGs) for 2030.

    Minister of Health Prof. Isaac Adewole stated this while delivering a lecture in honour of Emeritus Prof. Kelsey Atangamuerimo Harrison at the University of Port Harcourt yesterday.

    The minister, who paid glowing tribute to Harrison for his immense contributions to the development of the nation’s health sector, noted that one of the priority objectives of the SDG–UHC is to engender equity in access to health.

    He pointed out that lessons learned over the years have shown that countries that attained UHC, strategically focused on covering financing and service provision gaps.

    Adewole said: “Improvements in health outcomes have been slow over the last decade and two-thirds of the burden of disease remains illnesses affecting mothers and children.

    “Nigeria has one of the highest rates of maternal mortality in the world at 576 deaths per 100,000 live births, 2.6 times the global average.  This is almost the same as in the 2008 Nigeria Demographic and Health Survey (NDHS) (545 deaths per 100,000).”

  • ‘Judiciary needs committed leadership to thrive’

    ‘Judiciary needs committed leadership to thrive’

    The challenges facing the Judiciary are not insurmountable. Speakers at the 10th Annual Business Luncheon (ABL) of SPA Ajibade & Co. said through a committed leadership, things can get better. JOSEPH JIBUEZE reports.

    Chief Judge of Lagos, Justice Opeyemi Oke, has blamed lawyers for encouraging corruption in the judiciary.

    He said lawyers close their eyes to acts of corruption rather than reporting culprits to the appropriate authorities for sanctions.

    She spoke at the 10th Annual Business Luncheon (ABL) of SPA Ajibade & Co, with the theme:  Commitment to Leadership.

    Justice Oke, who co-chaired the event, emphasised the need for partnership between lawyers and the judiciary.

    She also highlighted strides the judiciary is making in Lagos state under her stewardship in stamping out ineptitude and misconduct amongst its staff.

    The CJ blamed the Nigerian Bar Association (NBA) for not doing enough to stamp out corruption in the judiciary.

    “The leadership of the NBA really needs to sit up because most of the problem that we are having in the judiciary, in respect of performance and so on, the root or the foundation of the vices actually are implanted by the members of the Bar.

    “It is the members of the Bar that come to the court environment to conduct their businesses and also tempt our workers especially those in the administrative cadre.

    “I cannot imagine why a lawyer who knows his right from his left will want to give a sort of brown envelope or some gratification to a registrar of the court so that they can take your file for assignment.

    “It’s high time that members of the Bar looked inwards and try to raise the standard of discipline among the members of the Bar,” she said.

    Justice Oke said it was regrettable that the Nigerian culture of showing appreciation had been bastardised among court workers, who now demanded gratification to do their job.

    She reiterated her commitment to sanitising the judiciary and solicited lawyers’ support.

    The luncheon, which held last December 14 at the Metropolitan Club in Victoria Island,  focused on the need to improve the legal industry and the administration of justice .

    In addition to celebrating a decade of the concurrent run of the ABL, the firm held a tripartite celebration to mark its 50th anniversary, and the launch of its first published book titled: A Review of Contemporary Legal Trends in Nigerian Law, which was authored by associates and partners in the Firm.

    The book, published by LexisNexis, provides up-to-date advisory information on recent laws, regulations and policies as well as analyses of contemporary developments to the various legal sectors that would be of interest to foreign investors and local practitioners.

    The first co-chair, former Supreme Court Justice Emmanuel Ayoola, spoke on ways in which legal practitioners can uphold leadership in their capacity as lawyers to ensure the continued prestige and respect of the legal profession.

    He expressed regrets that 90 per cent of the appeals going before the Supreme Court nowadays are on technicalities rather than substantive issues of law.

    This trend, he said, was a proof that the country’s jurisprudence is on a progressive decline.

    “When you get to the Court of Appeal, when you get to the Supreme Court and when you look at the index of the law reports, you’d find that 90 per cent of reported cases coming before our highest court are all about technicalities and procedure, nothing, absolutely nothing about substantive law.

    “The judges are not to blame, because it is what the lawyers put forward that the judges will consider.

    “The Nigerian Bar must be resourceful and dynamic. Jurisprudence must be nurtured and developed. The dearth of legal textbooks must be removed.

    “We must rebuild the legal profession if legal contemporary trends are to be the father of future legal trends. We must begin to put higher values on legal learning. We must be bold and daring enough to strengthen, assist and encourage younger lawyers in every form.”

    The firm’s Managing Partner, Dr. Babatunde Ajibade (SAN) reflected on its journey through the years and discussed ground-breaking plans for the future, which includes fostering a partnership with the judiciary and recommending ways to improve efficiency.

    He assured the “reformist Chief Judge” that she had a ready partner in the law firm in her quest to maintain the highest standard of ethics and discipline in the judiciary.

    The firm’s founder, Chief Simon Peter Ajibade (SAN), relived how the firm was established and reflected on the changes that have occurred in the legal profession over the years.

    He said he was impressed with what the firm he started in 1957, seven years after being called to the Bar, had become.

    Ajibade, a former Attorney-General of the Western State, recalled with nolstagia his early practice days in Ibadan with Justice Ayoola and his brother.

     

    Partners’ recommendations

    Three partners in the firm highlighted significant topics in their areas of practice and the role SPA Ajibade & Co is playing to support desired improvements in the legal industry.

    Partner and Head of the Intellectual Property Department, Mr. John Chike Onyido, addressed the legislative and adjudicatory shortcomings regarding intellectual property litigation in Nigeria.

    For example, in the area of Copyright Law, he contended that the locus of foreign copyright owners to institute actions for infringement before the Courts merited review and clear interpretation of Section 41 of the Copyright Act.

    The section, he noted, empowers the Minister to certify by means of an official gazette particular countries who are signatories to international treaties/conventions along with Nigeria, and who accord reciprocal protection to works by Nigerian authors first published in Nigeria.

    He added that loopholes in the Act have been exploited by some to escape liability for copyright infringement instituted by foreign authors.

    He also discussed the Court of Appeal’s decision in the case of Microsoft Inc. v. Franike Enterprises Ltd..

    He argued that the decision was issued per incuriam (through or characterised by lack of due regard to the law or the facts) in view of the fact that the Copyright (Reciprocal Extension) Order 1972 actually listed the appellant’s country of residence as one of the countries whose authors are eligible for copyright protection in Nigeria.

    He pointed out that the Federal High Court’s jurisdiction to entertain intellectual property matters under the 1999 Constitution and the Federal High Court Act were less than optimal.

    According to Onyido, they require further amendments to broaden their scope and reach to accommodate the protection of trade secrets and commercially sensitive information.

    Partner and Head of Real Estate and Succession Department, Mr. Olayimika Olasewere, discussed issues encountered by practitioners and their clients in dealing with the Probate Registry.

    He suggested how the whole process could be simplified by redesigning the Probate Forms and Letters of Administration Forms to ease confusion and difficulties in the filing process.

    The firm, he said, had taken the initiative to design a set of forms, proposed as templates for the official form for grants of probate and letters of administration in Lagos State.

    The forms, he said, are simple to use, structured and organised with the purpose of aiding both the applicants and the probate staff to provide, understand and put to use, the necessary information.

    The improved forms may be made available in electronic format on the court’s website for ease of access, he said.

    A litigation partner in the firm, Mr. Kolawole Mayomi, presented three proposals and recommendations for improving the speed and efficiency of commercial dispute resolution practices in Nigeria.

    These are: an amendment Section 286 of the 1999 Constitution to abolish the right of appeal from jurisdictional challenges between the Federal and State High Court; and block-time scheduling of trials, based on counsel and the court’s assessment of how long a case may take, as a panacea to the frustration experienced in the frequent and often long adjournment of cases.

    “This approach will help build up a proper costs practice in Nigeria, rather than the present nominal costs approach, particularly where a long-scheduled matter is sought to be peremptorily truncated by a flippant application for adjournment on the morning of the hearing,” Mayomi said.

    Another recommendation he made is the deliberate placing of arbitration-related matters and applications on judicial fact-track order to enhance Nigerian’s standing as a viable seat of arbitration.

  • CSR: We are committed to host community devt, says NIPCO

    CSR: We are committed to host community devt, says NIPCO

    NIPCO Plc has restated its commitment to host community development as part of its corporate social responsibility (CSR) initiatives, especially in education development through facility upgrade and co -curricular activities in primary schools in Lagos State.

    NIPCO’s Chief Corporate Affairs Manager (CCAM), Mr Lawal Taofeek, stated this in an address at the Lagos State Universal Basic Education Board (SUBEB) Sports Festival /Merit Award for primary school pupils and teachers in Apapa sponsored by NIPCO .

    He said NIPCO has over the years embarked on series of facility upgrade in primary schools in the state, especially in its host communities with Apapa Nursery & Primary School and Ijora Oloye Nursery & Primary schools, being some of the beneficiaries.

    “We see our interventions in education and sports as a social investment, which will pay off greatly in the standards of education and sports development in the local and state levels,”he said.

    According to Lawal, NIPCO has been a consistent sponsor of the event aside from facilitating the inter-house sports festival of its adopted school in the area – Apapa Nursery & Primary School, for years. He noted that the events provide a veritable platform for sourcing young talents that could raise the bar for the local and state governments in sports.

    Lawal, who represented the company’s Managing Director, Sanjay Teotia, at the twin event which attracted large turnout of pupils and teachers, said the sponsorship was  in line with the organisation’s long standing cordial relationship with the community

    “NIPCO places high premium on youth development through sports and good learning environment for pupils, especially at the foundation levels – nursery/primary stages,” Lawal said, adding that it was the zeal for youth development through sports and education that prompted the company to refurbish four classrooms in Apapa Nursery & Primary School and provided furniture and sporting materials to the nursery section of Ijora Oloye Nursery & Primary School.

    According to him, unearthing the budding talents in the pupils through sports is of utmost value to the company as sports play very significant role in the development of the child. He assured the teeming crowd at the event that NIPCO, as a responsible corporate citizen, will continue to associate with sports and education development through appropriate support as occasion demands.

    The Secretary of the State Universal Basic Education Authority (SUBEB), Apapa Local Government Area (LGA), Mrs. Olawepo Fausat, paid  glowing tributes to NIPCO for its consistency in supporting education and sports in the LGA, stressing that its noble gesture is worthy of commendation

    She said the event was organised to further motivate members of staff in primary schools in the area as well as provide avenue for sports development.

  • ‘AB InBev: we’re committed to Nigeria’

    AB InBev has long-term commitment to developing Nigeria’s economy,  the Managing Director- designate,  International Breweries Plc, Mrs.  Annabelle Degroot, has said.

    Mrs. Degroot, who spoke at a media briefing in Lagos yesterday, said ongoing merger of its subsidiaries in the country, comprising International Breweries Plc, Intafact Breweries Limited and Pabod Breweries Limited is clear demonstration of this commitment. She said following the merger, “we plan to increase foreign direct investment into Nigeria, introduce some of our world class beers into the market, and also show the world that African beers have something unique to offer.” Alongside this, the company would be consolidating and expanding its existing CSR activities in the country, she added.

    Giving an update on the merger of the three entities which commenced in June this year, Degroot said: ‘’Significant progress has been made in the merger process, with focus now on the final stages which is expected to be concluded by end of 2017.’’

    She listed the highpoints of the completed stages in the merger process to include receipt of the requisite approvals from the Securities and Exchange Commission (SEC) and the Nigerian Stock Exchange (NSE) approval of resolutions by shareholders of the three companies during separate court ordered meetings authorising the merger, and the subsequent sanction of the merger by the Federal High Court.

    She said other major next steps in the merger process, would be the listing of the new enlarged company’s shares on the Nigerian Stock Exchange (NSE), sometime before the end of the year, pointing out that the enlarged entity would be one of the biggest beverage manufacturing and distribution companies in Nigeria, based on installed production capacity.

    Degroot said given the size of the new outfit, the directors may opt for a new name that will incorporate the new composition and interests forming the new enlarged company.

  • ‘Lagos govt is committed to affordable housing delivery’

    ‘Lagos govt is committed to affordable housing delivery’

    The Lagos State government has concluded plans to deliver 20,000 housing units in the next three years. This is aside the 4,355 housing units that have been commissioned across the three senatorial districts in the state. This, according to the government, will reduce the housing deficit gap and improve Lagosians‘ access of to affordable housing.

    This was the submission of Governor Akinwunmi Ambode last week at the celebration of the World Habitat Day in Lagos. The governor, who was represented by his deputy, Mrs. Idiat Adebule, said the effort was connected to the overall objective of making the state liveable, especially its urban renewal and slum upgrading/regeneration.

    According to the Ambode, this year’s celebration, themed: “Housing Policies: Affordable Homes,” is an integral part of the “Lagos @ 50” celebration to showcase the administration’s achievements in regeneration and urbanisation of the state.

    He further stressed that with this year’s theme, the United Nations (UN) was calling the attention of governments around the world to the need to make housing within the reach of the common man.

    “Shelter is one of the basic needs of man. The challenge before us is to explore innovative ways by which this can be achieved through public private part Wcontent in the construction of houses, ensure efficiency in land utilisation, as well as develop a financing system that is convenient, reasonable and economical,” the governor noted.

    He said his administration’s position on affordable housing has been demonstrated through the Rent-to-Own scheme and Rental Housing Initiative, which are specifically designed with the low income and middle income earners in mind. Under both schemes, Ambode said, apart from reducing the initial deposit requirement from 30 per cent to five per cent, a larger proportion of 80 per cent of the total stock of housing units under this programme is dedicated to the Rent–to-Own scheme, which is targeted at the low income group.

    He listed some of the projects the state is implementing under this include the redevelopment of Adeniji Adele Phase I-V, comprising 720 housing unit, into a residential mixed use development of 2, 500 – 3, 500 housing units and the redevelopment of Isale Gangan Phase I leading to the construction of 11–floor structure, which comprised 48 serviced luxury apartments. The second phase of this project, planned to be a 13-floor structure, is under construction.

    “As we strive to provide the enabling environment for investment in the housing sector, we are open to new ideas, new technology and new methods, the private sector remains our key partner in ensuring the delivery of decent, functional and affordable housing in the quantity that will match the increasing demand across the state,” Ambode remarked.

    Commissioner for Physical Planning and Urban Development, Mr. Anifowoshe Abiola, said making housing available and within the reach of the common man is one of the most critical issues in the socio-economic well-being of the people. This, he explained, is the reason the ministry is ready to partner more than ever before, with all stakeholders in the built environment in order to realise and bridge the gap of the housing stock deficit.

    The guest speaker at the event, Mr. Fola Arthur-Worrey, maintained that the citizens have a responsibility of paying their taxes to make the implementation housing policies and actualising same to happen. He advised that people should have a clear cut idea of what they intend to use a house for before embarking on its ownership because owning a house is not necessarily a must.

    “The reality is that majority of people cannot afford a home by themselves, hence, the reason for informal houses,” Arthur-Worrey said, while urging government to intervene in the unhealthy relationship between landlords and tenants, especially as it concerns incessant increase in rent.

    Commissioner for Housing, Mr. Gbolahan Lawal, argued that to make houses affordable, there is a need to scale up the income of the citizens. He also advised the Federal Government to reduce interest rate on mortgage so that transaction cost will be reduced and that more people can come into the mortgage net.

    In a similar vein, the UN Habitat programme manager in Nigeria, Kabir Yari, commended the state for consistently hosting the World Habitat Day and for being the only state in the country to be doing so.

    He said affordable housing is a challenge that has made a lot of Africans live in slums, including about 60 per cent of the population living in informal settlements without water. He disclosed that this year’s Habitat Day is used by the UN to reflect on the state of towns and cities, and on the basic right of all to adequate shelter.

    “Housing policies: Affordable homes, promotes one of UN-Habitat’s focal areas such as inclusive housing and social services. A safe and healthy living environment for all. The UN Sustainable Development Goals (SDG) number 11 target is that by 2030, everybody should live in safe and affordable houses; I have no doubt that Lagos State will continue to do the right thing,” Yari submitted.

  • Fed Govt committed to Niger Delta’s grow, says Osinbajo

    Fed Govt committed to Niger Delta’s grow, says Osinbajo

    •VP: N35b injected into amnesty programme
    •’Ogoniland clean-up on course’

    Vice President Yemi Osinbajo yesterday pledged the determination of the Federal Government to re-invigorate the National Council on Niger Delta (NCND) for the region’s grow.

    Besides, he said N35 billion had been injected into the Niger Delta Amnesty programme for the people’s benefit.

    Osinbajo, who spoke in Akure, the Ondo State capital while opening the second NCND meeting, said the clean-up in Ogoniland embarked upon by the President Muhammed Buhari administration was ongoing with the aim of sanitising its environment.

    He noted that the Niger Delta region has greater potentials apart from crude oil, stressing that Ondo State is the second largest producer of Bitumen in globally –  second to Canada.

    The vice president contended that the summit was in fulfilment of the past failed promises to pay prompt attention to the region’s growth.

    He expressed the Federal Government’s commitment to the amnesty programme with a view to ensuring peace in the region. The initiative, he said, has recorded tremendous achievements.

    Osinbajo assured that the Federal Government would continue to invest in the region for overall growth.

    He sought the co-operation of stakeholders in the region for sustenance of peace.

    According to him, “We have started with the clean-up of Ogoniland and we will continue with the exercise, which is still ongoing. We will ensure clean-up of all polluted areas.

    “What we are doing in the area is called hydrocarbon clean-up and this will not be limited to Ogoni land.”

    Osinbajo added that the Buhari administration had set up various inter-ministerial committees on the development of the Niger Delta region, adding resumption of academic programmes at the Maritime University established by the Federal Government will kick off next month.

    According to him, the Federal Government had committed N2 billion to the establishment of the university, which he said would focus on maritime training.

    The vice president expressed the readiness of the Federal Government to diversify the economy, stressing that oil would soon go into extinction.

    He advised the Niger Delta states to diversify into agriculture, culture, tourism and other areas to boost the area’s economy.

    Ondo State Governor Rotimi Akeredolu stressed the need for the Federal Government to develop the Niger Delta region.

    He maintained that the people’s welfare should be paramount to the Federal Government.

    “Issues of gross infrastructural deficit, security challenges and the general absence of social amenities expected in a modern society remain intractable.

    “This region presents a cruel paradox; the entire country depends on it almost entirely for sustenance. It, however, lacks evidence of development depicting its status as the proverbial goose that lays the golden egg.”

    Minister of Niger Delta Affairs Usani Uguru Usani noted that the story of Niger Delta outlived imaginations of people who have never visited the creek communities.

    He noted that a vision remains a mind map until it is manifest in its practical implementation.

    Usani said a clear path of action has been defined and roles identified, adding that that the evidence of these are in the current initiatives of the regional agenda.

  • Akeredolu to Christian leaders: remain committed to God

    Akeredolu to Christian leaders: remain committed to God

    Ondo State Governor Rotimi Akeredolu has urged Christian leaders to remain committed and united unto the service of God and His people.

    Akeredolu spoke at the 2nd Session of the 12th Synod of Owo Diocese, Anglican Communion yesterday in Imeri, Ondo State.

    The governor, who is the chancellor of the Diocese, promised to continue to work in the service of God and people of Ondo State.

    The 2017 Synod of the Diocese was unique in that it marked the 17 calendar years and 18 Episcopacy Years of Bishop James Olandunjoye in the Diocese.

    In his sermon, Venerable Olatunde Abiodun said the fear of God based on sound knowledge of Jesus Christ and the application of Christ-like values are the needed panacea to the seemly confusions in Nigeria.

    He decried the fear of the unknown, which, according to him, had always lured those in authority to abuse their privileged positions to amass the resources which should have been used for the wellbeing of the people to their personal use.

    The cleric assured that Nigeria would witness restoration and move forward if leaders at all levels shun all forms of sins and join in the fight against corruption.

    He prayed for divine wisdom to guide Governor Akeredolu against those who would be scheming to damage the character of others for political reasons.

    Highlight of the Synod, which has as its theme: “Tell My People to move Forward “, Exodus14:15, was the preferment of Canon Benson Ajayi Olanrewaju as Archdeacon. Upon the administration of oath of office on him by the Chancellor of the Diocese, Governor  Oluwarotimi Akeredolu, while the Diocesan, Bishop Oladunjoye pronounced him an Archdeacon.

    The six archdeaconries in the Diocese with the Cathedral and St, Paul’s Church Imoru the host Church, Obas and Chiefs, the Diocesan Officials and the Synod host , Engineer (Chief), Funso Kupolokun praised God with thanksgivings.

    The host of the Synod, Chief Funso Kupolokun, described Governor Akeredolu as a rare political leader who desires the best for his people without any consideration. He assured the people of the state to look forward to a transformation of the state within the next two years.

    Dignitaries at the service include Otunba Timilehin Adelegbe, a Commissioner designate in Ondo State; a past Commissioner in Ondo State, MrsTola Awoh ; Prince Lanke Odogiyan, past President of Nigerian Bar Association; past Chairman Ose Local Government, Hon. Bola Adelegbe; past Chairman Forum of Permanent Secretary in Ondo State, Prince Ade Okiki .

  • AXA Mansard: We’re committed to customer-satisfaction

    AXA Mansard: We’re committed to customer-satisfaction

    Technology and increased usage of social media have improved customers’ demand for quality services. Head, Customer Service at AXA Mansard Insurance Plc, Tosin Taiwo, speaks with COLLINS NWEZE on what it takes to sustain quality customer service which remains a vital part of the firm’s business. 

    How do you define excellent customer service and what are key elements to achieving it?

    Excellent customer service to any organisation, involves understanding the product or service being sold, going beyond customers’ expectations, fulfilling explicit and implied promises to customers. It is showing respect and interacting with customers to give a delightful experience. In addition to these, it is also making customers understand that they are not just a number but a valued part of the business.

    Providing excellent customer service is not a job function, but an attitude which should develop into a way of doing business. The key elements to achieving this is by having a well-defined customer service strategy incorporated into the everyday values of the organisation. A very good example of this strategy is by training everyone within the organisation to make them understand how their attitude and output affect both internal and external customers, starting each day with the end in mind:”We are all here to serve our customers”. By “serve” it means giving precise, appropriate and timely responses at all times, which in turn leads to the customer’s continuous patronage. Following up on employee attitude and mindset will be creating avenues for customer feedback, leveraging on online platforms and providing support on enquiry and purchase processes.

    What does customer service mean to AXA Mansard?

    At AXA Mansard, customer satisfaction is key, as we are in business because of the long-serving commitment of our customers. Which is enshrined in one of our core values i.e. “Customer First”.  This value emphasises the need to develop a differentiating customer experience to sustainably make AXA Mansard the company of choice. We actively listen to our customers to anticipate and understand their needs and also make it our priority to ensure that the decisions we make deliver the best possible customer experience. Our Welcome Centres and 24Hour Contact Centre are customer focused touch points designed to ensure round the clock availability and provide engagement options to meet and surpass customer expectations.

    How do you use social media as a tool for customer service?

    With the advent of the internet, the customer has more choices today than at any other time in consumer history. The consumer is no longer using brick and mortar stores, but reviewing and comparing products in real-time using the internet. Social media puts power in the hands of the customers and gives them a platform to share their experiences. AXA Mansard leverages on digital marketing to strengthen engagement with customers on Facebook, Twitter, Instagram and even a LiveChat interface on our website. We have come to understand that this cadre of social media inclined customers are discerning and have high expectations, and as a result we have equally aligned resources to meet expectations within the social media space by providing instant feedback to online posts and comments.

    What surprising lessons about customer service have you learned during your career?

    I have learnt that excellent customer service is a competitive advantage. In this digital age, a purchase is a click away and prices sometimes differ by a small margin, what makes a customer to keep coming back to your organisation is usually the way he/she is being served. Ultimately, good customer service experience can turn a one-time customer into a lifelong repeat customer. As the years have gone by, it is clear that one major factor will separate organisations, and that will be the quality of service they render to their customers.

    What are some strategies you would consider the most important in developing customer loyalty and ensuring a memorable experience?

    The backbone to any successful strategy that focuses on customer loyalty and experience is predicated on creating a culture of integrity i.e. keeping your word, being honest, providing a consistent level of service, and being reliable at all times to the customers. Any organisation that demonstrates a high degree of integrity is seen as trustworthy; and this would translate into a higher volume of repeat patronage from its customer base.

    Also, any organisation that intends to keep its customers happy must align with these aspects of a satisfactory customer experience: creation of various channels through which customers can access / engage the organization, especially its customer service teams; institute a training program that continually reinforces the need to put the customer first in all aspects of the organisation’s operations; set up a complaint management system which carters for the resolution of all customer complaints; establish systems that allow for two-way instant customer feedback and launch a customer referral program that allows existing customers to invite family & friends to a loyalty club

    What experience do you want your customers to have every time they interact with AXA Mansard?

    The customer’s experience during each engagement is very important to us, hence every interaction with our customers is inspired to enhance their satisfaction and confidence in our brand, knowing that the subject matter of the interaction has been fully addressed. To give a simpler response, a “WOW” experience, making them ambassadors without necessarily requesting for it but because of the services enjoyed.

    What is your advice to organisations trying to build or improve on their customer service today?

    Improving customer service to differentiate your brand is a clever and strategic approach to drive business continuity. It is imperative to also continue to review the customer’s experience so as to reduce pain points and eventually build customer confidence in your brand. Ultimately, Brands that pay attention to customer service will always stand out.

    In addition, consistence in the quality of service being rendered will actually be what helps keep continuous patronage, never take your eyes off the customers, they are the fuel of every business.